Unit Code: AGLAS-ENG-006
Unit Title: Negotiation and Conflict Resolution
Nominal Hours: 4
Unit Descriptor:
This unit introduces basic skills for negotiating and resolving conflicts in the workplace using simple English. Learners will practice expressing needs, making polite requests, offering solutions, and reaching agreements respectfully.

Elements and Performance Criteria

Elements Performance Criteria
1. State needs and concerns 1.1 Express own needs or problems clearly
1.2 Use polite language to state concerns
2. Listen and understand others 2.1 Listen to the other person’s point of view
2.2 Ask questions to clarify
3. Suggest solutions 3.1 Offer simple solutions or alternatives
3.2 Use polite phrases when making suggestions
4. Reach agreement 4.1 Agree on a solution using simple language
4.2 Confirm the agreement and thank the other person

Range of Variables

Variables Range
Needs/Concerns Work schedule, tasks, misunderstandings, requests
Polite language Could you…, Would you please…, I would like…, Thank you
Solutions Compromise, alternative suggestion, agreement
Agreement Yes, I agree; That’s okay for me; Let’s do that
Conflict type Disagreement, misunderstanding, different opinions

Evidence Guide

Area Details
Critical aspects of competency Expresses needs, listens to others, suggests solutions, and reaches agreement using simple English
Underpinning knowledge Basic negotiation vocabulary, polite phrases, steps in conflict resolution
Underpinning skills Speaking, listening, suggesting, confirming
Underpinning attitudes Respect, patience, willingness to compromise
Resource implications Role-play scenarios, sample scripts, workplace examples
Methods of assessment Observation, role-play, practical demonstration, oral questioning
Context of assessment Simulated or real workplace situations involving negotiation/conflict, small group or one-to-one

Foundation Skills

Skills Description
Speaking State needs and suggest solutions using simple, polite language
Listening Understand others’ points of view and clarify as needed
Problem-solving Suggest and agree on solutions
Interpersonal Show respect and patience during negotiation and conflict resolution

Target Audience

Target Audience Description
Entry-level professionals Non-English speakers with alphabet knowledge facing workplace negotiation or conflict
Vocational trainees Individuals preparing for jobs requiring basic negotiation and conflict resolution skills
Workplace learners Employees needing to improve English skills for handling workplace disagreements

Recognition of Prior Learning (RPL)

RPL Available Yes/No
Yes

Pre-Requisite

Pre-Requisite
Alphabet knowledge (A-Z)